- Define and execute the global customer support strategy, aligning with company growth goals and customer retention targets.
- Lead, mentor, and grow distributed support teams across EMEA, Americas, and APAC.
- Own key performance metrics including CSAT, NPS, FCR, AHT, SLA attainment, and ticket deflection rates.
- Lead the establishment or ongoing management of an offshore support centre, including site selection, vendor evaluation, and governance frameworks.
- Oversee support tooling strategy including CRM/ticketing systems and AI-assisted support workflows.
- Partner with Product and Engineering to surface recurring support trends and influence the product roadmap.
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